Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. The proof is in the statistics — a proper training strategy leads to more engaged employees.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Beyond Philosophy

AUGUST 5, 2021

All businesses must decide how to price their product. For most companies, the pricing process involves determining your costs and marking them up to make enough profit to keep the lights on. However, is there a difference between pricing for service and pricing for a product? . Unfortunately, the answer is an unsatisfying “it depends.” Before I take a deeper dive into this answer, perhaps I should first define the difference between a product or service.

B2B 195

B2B Consulting Consulting Benchmark 195

CCNG

AUGUST 5, 2021

I am an old school contact center person. I am not ashamed of that fact, but the one phrase that I have said over and over is "If I had access to the technology of today back then, I would have been dangerous.” I would like to take a moment to explore why that is. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't.

Enterprise 195

Enterprise Contact Center CCNG Call Center 195

Contact Center Pipeline

AUGUST 5, 2021

The Times They Are a-Changin’” is a song written by Minnesota’s own Robert Allen Zimmerman, and was released in 1964 as the title track on an album by the same name. Robert Zimmerman is, of course, the real name of Bob Dylan and “The Times They Are a-Changin’” became his anthem of change for the […].

Contact Center 147

Contact Center Call Center Management 147

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Help Scout

AUGUST 5, 2021

“I was working longer and longer hours just to keep up.” “The tiniest thing would set me off.” “I felt trapped and helpless.” “I had a sense of tunnel vision.” “I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. A snowball of apathy.” “I came back from sabbatical, and the workload was the same but my perspective was so different.”.

Customer Service 135

Customer Service Management Customer centricity Customer emotions 135

Working Solutions

AUGUST 5, 2021

We know that customer service is key to long-term business success, but how exactly do we achieve exceptional assistance to our valued clients and their consumers? Representatives should be helpful, proactive, reliable, empathetic, easy-to-reach, and aligned with your brand. But remember- customer service is so much more than a friendly phone conversation.

Customer Service 98

Customer Service Customer Experience 98

VirtualPBX

AUGUST 5, 2021

Text messaging services allow savvy businesses to streamline customer correspondence, increasing sales and customer satisfaction. Furthermore, studies show that text messages are a win-win for both brands and consumers. 83% of clients would prefer to receive booking appointments via text, and 45% of prospects would purchase a product after receiving an SMS.

APIs 98

APIs CRM Sales Feedback 98

Nicereply

AUGUST 5, 2021

In this post, we explore one of the best features we introduced last week in our Rating Feed BETA release – Rating Tags. We probably don’t need to explain how the tags work in social media or other digital platforms. The good news is that it is not that different in our app. Let’s have a closer look at Nicereply rating tags feature. Are tags really so useful to me?

Feedback 98

Feedback Surveys Accountability Management 98

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Toister Performance Solutions

AUGUST 5, 2021

"You shouldn't have to experience this." The words just blurted out of my mouth. A customer had called, upset about receiving the wrong item. I saw past their anger and empathized with the inconvenience it was causing them. "I'm really sorry about the mistake. We need to do better. I'm going to make sure we send you the correct item." Then, something mysterious happened.

Personalization 84

Personalization Customer Service 84

Interactions

AUGUST 5, 2021

Brands know that customer experience is important. And we know from countless studies that making customers wait is one of the top deterrents from a positive customer experience. So it’s no surprise that brands are searching for ways to eradicate this pain point from the customer journey. The methods, however, aren’t always effective. Why do customers hate waiting?

Wait times 62

Wait times Interactive Voice Response Customer Care Customer Experience 62

Jon Arnold

AUGUST 5, 2021

August is August, so this month’s newsletter will likely be the lilghtest of the year, but that doesn’t mean I’ve taken the summer off. Am as busy as ever, and there will be lots of new stuff to share next month and beyond, so stay tuned. JAA’s Communications and Collaboration Review went out yesterday, and for everyone else, here’s an easy way to subscribe if you want to follow what I’m up to.

Contact Center 65

Contact Center 65

CSM Magazine

AUGUST 5, 2021

Have you only ever seen TikTok as a platform where people dance around and lip-sync to their favorite songs? Do you have a business or brand and want to know if adding TikTok to your marketing strategy will help at all? TikTok is an app for short, looking videos. This app has only been around for a few short years but has taken off since they have allowed users to post their content and even interact with others in the community.

Customer Service 59

Customer Service Accountability Personalization Customer Support 59

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Working Solutions

AUGUST 5, 2021

We know that customer service is key to long-term business success, but how exactly do we achieve exceptional assistance to our valued clients and their consumers? Representatives should be helpful, proactive, reliable, empathetic, easy-to-reach, and aligned with your brand. But remember- customer service is so much more than a friendly phone conversation.

Customer Service 52

Customer Service Customer Experience 52

Vistio

AUGUST 5, 2021

Over the last few months, contact center agents have seen considerable change, from increasing workloads to evolving work environments. And now many agents have to pivot again, this time to a hybrid work model where some coworkers are remote and others are in the physical contact center. Hiring managers primarily view this shift as a good thing, as it expands the available talent pool significantly.

Contact Center 52

Contact Center Gamification Morale Technology 52

Quiq

AUGUST 5, 2021

Share This Story When company leaders consider implementing live chat support , many in the contact center and the broader leadership team may wonder if customers will actually use it. The answer is — it depends. Some people will always prefer talking over the phone. Still, an impressive 30.7% of female internet users say they prefer to contact support using live chat.

Chatbots 52

Chatbots Contact Center Personalization Customer Service 52

JustCall

AUGUST 5, 2021

Does cold calling give you cold feet? Are you intimidated by the idea of pitching to someone you've never spoken to before? Do you anticipate rejection every time you make cold calls? If your answer to even one of these questions is yes, you've come to the right place. In this blog, you will get to learn concrete tips and tactics to make cold calling easy as a breeze.

Scripts 52

Scripts Outbound sales CRM Call flow 52

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Vcaretec

AUGUST 5, 2021

The COVID-19 pandemic had a profound impact on nearly every industry in our economy - and call centers were no exception. Today, as vaccines roll out and mask mandates are lifted, the call center industry can finally take a holistic view of the impact of the pandemic, while simultaneously planning for the future. Listed below are three significant ways COVID-19 impacted call centers, followed by where (v)WeCare believes this industry is headed in the future. 1.

Call Center 52

Call Center Healthcare Answering services Customer Support 52

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. Unlike different customer service telephone lines that often make direct connections between customers and customer service agents, IVR systems route the calls automatically to the appropriate departments or customer service agents who can quickly resolve issues or inquiries without creating long wai

Interactive Voice Response 52

Interactive Voice Response Wait times Self service Scripts 52

Zappix

AUGUST 5, 2021

A new format is now emerging, creating a close fit with business requirements while staying cost effective and easy to launch quickly — low code/no code (i.e. “LC/NC”) systems. Low code/no code systems are built with flexibility in mind to easily adjust to the specific needs of.

52

52

Brainfood

AUGUST 5, 2021

I recently had the pleasure of an hour-long conversation with Mark Lockyer, CallMiner’s international sales director on the progress being made with real-time analytics. It’s a theme I’ve increasingly noticed in contact centre technologies. From real-time triage and routing to real-time scheduling and of course conversational self-service. The ability to understand customer intent and generate next best actions is becoming transformative for service management.

Self service 52

Self service Analytics Sales Technology 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Creative Virtual

AUGUST 5, 2021

By Mandy Reed, Global Head of Marketing. In the technology industry there tends to be a focus on being innovative, cutting-edge, and ground-breaking. Industry awards, conferences, and articles frequently showcase and reward vendors for technological innovations. Analysts and expert speakers regularly highlight case studies of companies that are early adopters, deploying technologies in inventive ways, or finding success by taking a chance on something new and unproven.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 52

COPC

AUGUST 5, 2021

New release includes new and updated best practices to help organizations improve the customer experience and increase revenue while lowering cost. WINTER PARK, Fla. — (August 5, 2021) — COPC Inc., a global consulting, training, certification, benchmarking and research firm that has set the standard in customer experience (CX), is pleased to announce Release 7.0 of the COPC Customer Experience (CX) Standard with specialized editions for Customer Operations and Contact Centers.

Customer Experience 45

Customer Experience Benchmark Employee engagement Best practices 45

Back Office Centers

AUGUST 5, 2021

As business organizations grow older and bigger they have to deal with large amount of data. It is a crucial but time-consuming task. But why is it important? There are numerous reasons for the same, like: • Ensures Growth: Managing important data related to a business is significant to ensure its business growth. . • Decision making: It helps an organization in taking important decisions related to the day to day functioning. . • Enhanced Communication: It ensures flexible communication and goo

outsourcing 40

outsourcing Technology Marketing Management 40

Knowmax

AUGUST 5, 2021

AI Knowledge Management: Important initiatives for a good foundation?

Management 52

Management 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Brad Cleveland Blog

AUGUST 5, 2021

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs and various methodologies. The problem? This noisy, cluttered space has led to confusing, conflicting and fragmented customer experience initiatives, even within the same organization.

Customer Experience 32

Customer Experience Consulting Consulting Marketing 32

VirtualPBX

AUGUST 5, 2021

The two concepts of Domain Number Identification Service (DNIS) and Automatic Number Identification (ANI) are often lumped together, and often confused. Today we’ll outline the similarities and differences between DNIS and ANI so you can better understand each of them. Both DNIS and ANI are built into the makeup of telephony and VoIP systems. You can learn about the underpinnings of your phone service by reading our What is VoIP?

voip 98

voip Advertising Marketing 98

Brad Cleveland Blog

AUGUST 5, 2021

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs and various methodologies. The problem? This noisy, cluttered space has led to confusing, conflicting and … Continue reading → The post Three Surprising Facts About Customer Experience appeared first on Brad Cleveland.

Customer Experience 26

Customer Experience Consulting Consulting Marketing 26